Our Commitment: Quality Assurance
At Prosoura, our 5-step quality control process is designed to ensure that the products you receive meet the standards agreed upon in your order. This policy outlines the solutions available should the final delivery not align with those standards.
General Policy: Customized B2B Products
Please be aware that the vast majority of our products are custom-manufactured to your specifications (including size, material, and logo printing). Therefore, we do not accept returns or offer refunds for simply changed minds or cancelled orders once production has commenced.
Eligibility for Returns & Refunds
Returns or refunds are only considered under the following specific circumstances:
Non-Conformity with Approved Sample: The bulk order significantly differs from the pre-production sample you approved.
Shipping Errors: We shipped the incorrect product or quantity.
The Process: How to Request a Return/Refund
Notify Us Immediately: You must inform your dedicated account manager within 7 calendar days of receiving the goods. Please provide a detailed description and clear photo/video evidence of the issue.
Investigation: Our team will review the evidence and may request additional information. We will provide a preliminary response within 48 business hours.
Solution Proposal: Upon validating your claim, we will propose one of the following solutions based on the situation:
Manufacturing of replacement units for the defective products.
Partial refund corresponding to the defective portion of the order.
Credit note to be used for a future order.
Return Shipping Costs
If a return is approved, Prosoura will cover the cost of return shipping for verified quality issues that are our responsibility. For returns approved for other reasons, the client is responsible for all return shipping costs and ensuring the items are returned in their original condition.
Refunds (If Applicable)
Once the returned goods are received and inspected, we will process your refund or credit note within 10 business days. The refund will be issued using the original method of payment.
Policy on Subscription Fees
Our subscription fee is for access to our sourcing services, management, and transparent pricing model. Therefore, subscription fees are non-refundable. If you cancel your subscription, you will continue to have access to the service until the end of your current billing cycle.
Contact Us
If you have any questions about this Return & Refund Policy, please contact us at:
Email: order@prosoura.com
Attention: Refund & Return Request
Last Updated: Nov. 16, 2025